Handling Customer Complaints
March 1st, 2010 |A certain percentage of the population is comprised of people born to complain. If you handed them a bag full of gold, they’d say it was too heavy. In time, you’ll learn how to spot and avoid taking on clients that fit this bill. Of course, you will also receive many valid complaints from honest customers. Here are some pointers for dealing with complaints efficiently:
1. Respond to complaints as soon as possible.
Smaller issues can grow fast if they aren’t responded to quickly. You don’t want to give your customer time to brew and grow angry enough to spread a lot of negative press about you and your company.
2. Clear up confusions.
Most complaints are simply the result of a lapse in communication, so you can respond to the problem by clarifying something you may have said. In some cases, a customer just wants someone to hear their concerns and display understanding.
3. Keep customers posted.
If the issue is due to something other than a lapse in communication, solve the problem and then inform your client that the problem has been handled. If you receive the complaint in writing, respond with an email and phone call.
4. Keep your management posted.
Provided you’ve done all you can do and you feel your management will be contacted, you need to approach management first and clear the air with them. Explain the situation, and if you made any mistakes disclose that as well. This will ultimately help your standing in the company. A good manager will appreciate your forwardness.
The customer is not always right. If a customer becomes entirely intolerable, let them go. This is tough to do when your sales are experiencing a rough patch. However, an intolerable customer can consume too much of your time and drain you emotionally.
Ryan Russell is an accomplished salesperson who has had great success with these techniques. Check out his latest website discussing contemporary bathroom lighting and bathroom wall lights.
